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Job Description

The salary for this position starts at $53,420. We take into consideration an individual’s background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

1. Job Summary:

The Membership Director is responsible for providing leadership and guidance to ensure policies and procedures are followed throughout Membership teams and the scope of branch administrative operations. Contribute to membership goals of the association by supporting the standardization of internal operating and technical policies and procedures. Track compliance, ensure accountability, process improvement, and maintenance of standard operating procedures. Oversee the administration and integrity of a variety of membership and administrative programs and financials.

2. Essential Functions:

• Responsible for Membership and Branch Administration, Member and Guest Experience and Growth outcomes

• Identify key issues, gaps or problems and own resolution by continuously improving the operation from both quality and cost perspectives

• Partner cross-functionally with Program Leaders to accomplish organizational objectives and ensure successful operational implementation

• Serve as a high-level resource for management of assigned product and operational areas

• Contribute to executive level reporting to support leadership decisions

• Assist in management, troubleshooting, training, and optimization of TractionRec

• Collaborate with the accounting and membership administration teams to manage membership billing and payment processes, EFT draft and recovery processes and other membership and administrative processes

• Ensure data accuracy and integrity within the membership database

• Lead and administer standardization of Membership and Administrative Teams to standard operating procedure (SOP) manual, maintains reports, dashboards, and KPIs, including all updates to internal association policies and procedures for Membership, Growth and Branch Administrative Departments

• Lead the branch in strategies and implementation of growth initiatives driving sales of programs and services to meet financial and participation goals

• Lead monthly meetings to ensure consistency in processes, assist in troubleshooting, and acts as the communication liaison between Membership Leaders, the Membership Administrative Team and Senior Leadership.

• Lead administration and reporting process on Health Incentive Programs, Corporate Wellness, Third-Party Contracts, and Sex Offender Screening.

• Hire, onboard and develop Membership team with focus on coaching, training, and professional development to ensure consistent delivery of excellent services and support to the branches.

3. Relationships:

This position reports to the Branch Executive Leader. The incumbent provides direct leadership to the Membership Team. The incumbent interacts regularly with team members, members, participants, and guests to provide excellent customer service, quick resolution of concerns and enhance membership and program retention. This position will develop effective working relationships with all programming teams in the branch, providing seamless experience for members and guests.

4. Qualifications:

Required :

• BS/BA degree; demonstrated experience may be considered in lieu of degree.

• Five (5) years of experience working in a leadership role in member services and/or high-level customer service.

• Three (3) year supervisory experience.

• Expert knowledge of and proficiency in Salesforce and Traction Rec CRM systems.

• Ability to process and prioritize a large volume of work.

• Ability to develop and maintain positive and effective working relationships.

• Ability to communicate and influence a diverse clientele and team members.

• Ability to manage projects with desired results utilizing analytical and conceptual skills.

• Ability to work with complex accounts and highly confidential information.

• Ability to work effectively in a fast paced, deadline driven environment.

• Advanced knowledge in Microsoft Office products.

Preferred :

• Bi/Multilingual.

5. Work Conditions:

• Must be able to work on a computer for extended periods of time.

• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Must be able to provide facility tours.

• Must be able to travel locally to attend meetings.

• Ability to work in a fast paced and changing environment.

• Ability to respond to an emergency situation in a calm and efficient manner.

6. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from various leaders to support the completion of projects or to perform other duties deemed necessary for branch or Association success.

Diversity, Equity and Inclusion Pledge

The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association’s mission, vision and values of caring, equity, honesty, respect and responsibility.

The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.

Requirements